General

Say hello to PSA AI Assist and the highly-requested Single Sign-On (SSO)! Boost your ticketing efficiency by up to 50% with 3 powerful features: 1️⃣ Smart Ticket Summary – Get concise overviews of ticket details, actions, and next steps at a glance. 2️⃣ Smart Writing Assistant – Easily generate polished, professional responses with AI-powered assistance. 3️⃣ Smart Resolution Summary – Quickly create detailed summaries of all actions taken during ticket handling. 💡 Want to learn more about PSA AI Assist? Check out this exclusive Knowledge Article.

Well, they're improvements in my estimation! Changes to some default settings Set a default invoice template so that I don't have to choose it every time Set Ticket Notes to "Internal" by default or at least make it an available choice Set "Work Email" and "Office Phone" as defaults on Contacts Set a default "Ticket Type" for new Tickets Set a default Queue for tickets Zapier Integration - I'd really like to integrate the PSA with https://www.quotientapp.com/ as the in built quoting is pretty terrible. It clunky and ugly and not likely to improve one's chances of getting a purchase order. Pleas…

Can any administrator help me. I have lost my phone i have a new 1 can not log in to my new one asking for 2FA or Use one of My backup codes i do remember the email address but can not log in to that ether Thanks got it working had it on my tablet lol

Can someone advise which reporting product is embedded into the PSA? The documentation on it from Pulseway is weak, so we'd like to find other sources of help. Knowing what the product is would help a great deal.

Hi all, We've just moved to Pulseway so I've tasked a junior with filling out all the Warranty info. To that end I added a custom field: "Warranty Date: Explanation if none" for machines where there was no warranty info - e.g. a virtual machine or where the service tag was simply not recognised by the vendor website. I then created an ad-hoc report to track his progress. I've used quite a few report builders and think I've got my head round this one but something has me really stumped: either I'm missing a bug in my grouping formula OR the grouping is screwed. Before you ask - "Why are you using nested ifs for the grouping?", I would like to say that I di…

Hi Pulseway Hero makers! The Export button (btnExportAll) works great. However, to get better reporting from this export. I would kindly ask if you could open up the following fields to be placed in the CSV file. Please kindly add the "Hardware assets" and "Software assets" fields for exporting If this is open source, I would gladly help to implement it.

Trying to generate a quote and add a product item in. It has a Product location with a +-. When I click it there is nothing there. I have tried to figure out where to populate that list from but not finding it. Any assistance is appriciated.

I don't think there's a way to do this? Please correct me if I'm wrong. Most of my quotes are as a result of tickets and usually involve equipment sales rather than actual projects so this would be REALLY nice to have.

In Service Desk ticket views, would it be possible to add a filter for 'Expenses & Charges'? I.E. if only this filter were to be checked, only tickets with Expenses and/or Charges on them will be displayed. For context, I'm running into a roadblock managing serialized PSA Product Inventory items that have been committed to a ticket, but not yet delivered. From my understanding, a searchable hardware asset isn't created until the charge (aka device/product/item) has been marked as Delivered. If a field tech forgets to deliver an item I have to search through *all* tickets, sort out the ones with charges, and then again sort through them until I find the on…

Hi, When adding inventory, the "Expense" and "Income" account fields are only drop down, and you can not type alpha in the fields for auto fill. BUT, just about everywhere else in the PSA you can do this. BUG? Gary

The 2 date code formats are insufficient. In Canada we use YYYY-mm-dd as the only official date code and that is not an option. Currently using European as it is close but backwards. Can we get the ability to code it ourselves how we want or more options?

Hey, fellow Pulseway users, I am quickly trying to create a better weekly or monthly ticket report for one of my clients than what is in the pre-canned system reports. I was wondering if any of your could share the reports that you use with me. I'm looking for a well-designed report and sometimes I think I may be overthinking it. I want it to include Contact, Client name, Ticket number, Title, created on, Due Date, Status, Priority, Primary Technician, time spent. I am sure that there are better and more useful reports being created out there. I'm also interested in what data you send to your clients that shows them the work done and the ROI. Any help is …

Sometime we receive multiple tickets that are stored in "Unknown Tickets". In that view it is not possible to adjust multiple tickets; one must do these one by one. Nor is it possible in Service Desk/Tickets and filter on queue "Unkown Tickets" (and that does not show anyting where it does in Service Desk/Unknown Tickets?)

Hi From your PSA overview video I see you have the philosophy of moving away from device applications and concentrating on HTML only for the PSA platform. However, one of the advantages of, for example, a CRM app on my android phone, is that I can call up a contact and I am able to launch my sat nav application with the contacts details already filled in. I don't see a way to do this with the PSA. I'm currently undecided as to the practicalities of using psa instead of other integrated platforms, other than cost, as someone who is not always in the office and uses a phablet whilst mobile... Looking at the number of posts here I suspect there hasn't bee…

Is anyone in the alarm industry presently using this product?

we are currently looking at migrating from Syncro to Pulseway PSA/RMM . but finding some features are missing 1. autogenerated asset tag# 2. print asset tag label function (may a form that we can manually build) from with in the PSA asset or the RMM 3. print asset ticket

Hi All, Does anyone else have an issue with Assigning a ticket and the status staying "New". I asked support a while ago, and they said maybe some users still wanted the status to stay as new when it is assigned. Well with that logic, when I resolve a ticket, maybe is should stay as "Assigned" and not "completed". The issue I am having is when I have NEW tickets, I like to assign a "Group or Batch" of tickets to one tech. From the Service Desk "Dashboard" you can see the "New" tickets. From there I batch assign tickets to a tech, but they stay as 'New" tickets. Well now I have to go into each ticket and change from New to Assigned. Sorry, but if …

It would be nice if the "Add Time" option in a ticket would allow you to add an attachment like "Add Note" does. Right now I have to do "Add Note" if I need to add an attachment or note "See attachment ____" and add it via the ticket Attachment tab. Then I have to do "Add Time" to get my time added as well. So it's taking additional steps / posts to add an attachment if I want to add time at the same time. For me the "Add Time" option works better than the "Add Note". "Add Time" has more choices all in one spot than "Add Note" (minus the Attachment option of course)!

Currently as an MSP of one (1), I need all the tickets for my clients assigned to me rather than having to go in and edit each ticket. Is this possible?

I've seen some old posts about this and solutions in older versions that have since been removed. However, I don't see the settings or options in this iteration as of today. We monitor some generic services, ie Apache, and other proprietary services that are critical to our program running. At times they hiccup or run into an issue where they fail to start or stop. At this point we would want Pulseway to not only send a notification but also attempt to restart the service(s). Any way to accomplish this or any roadmap on getting that feature rolled in?

Hi, Is there a way where the tickets can be auto-resolved after follow-ups have been made or let's say within 7 days of ticket opening? Also if it can be re-opened later without affecting SLAs upon client's request? Any help or advise would be appreciated.

I've been trying to get the cloud backup to work for weeks. I've been going back and forth with Pulseway support and there seems to be no resolution. In my case, no backup has ever even started to work. I've tired different templates, systems, schedules, etc. Every backup stays at 0% and never works even a little bit. I'm going to start attempting to debug the Unitrends application that is responsible for the backup, but I wanted to see if anyone else in the community is having this much trouble.

Hi, We bill our clients on an hourly rate, but can have different rates for different clients. (i.e. $ 100/hr or $ 110/hr) Is there a way to tag each client with their individual hourly rate so when Techs put in time, the proper rate for the proper client is billed? I see Roles and work types (Custom rate). I just don't want Techs to have to choose a type of work or role to have the proper billing rate. Too many mistakes that way. Gary

If a Billing Address is entered for a client location, it will overwrite the information that is in QuickBooks when the invoice is exported. Which doesn't sound too bad, except it does not include the company name when it does this. If the Billing Address tab is blank, it keeps the address as is in QuickBooks. Any resolution?

After the recent update both Export->'Current Page' and Export->'All Pages' only exports 40 items